A place to ask questions, connect with others, and stay in the know
In this video, @Guru Prasadh Jeevan Rao and @Rebecca Harper discuss a new feature "Introducing Genesys Agent Copilot" Genesys Cloud now includes Genesys Agent Copilot, which empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Agent...
In this video @Krishneel Mani talks about queue segmentation of canned responses. Administrators can now assign canned response libraries to queues and limit the number of responses that appear on the interaction panel. During an interaction, agents can only view responses from libraries...
In this video @Christopher Visick talks about the new enhanced employee recognition for improved engagement. Supervisors can now reward positive agent behavior and performance with standardized, personalized recognitions. This new feature makes it easy to send recognitions...
In this video @Joseph Ian Romero talks about the new enhanced toast, email, or SMS notification alerts. Supervisors can now view alerts with information about conversations, queues, and agents. Genesys includes this information in the single conversation and user presence...
1 Comment - no search term matches found in comments.
In this video @Hiroyuki Sato talks about the simplified customer firewall requirements. Genesys Cloud now uses Amazon CloudFront to serve most content stored in Amazon S3. Customers can update their firewall allowlist and replace Genesys Cloud *.s3 domain entries that allow *.s3.amazonaws...
In this video @Takakiyo Ikari talks about how to limit agent actions during co-browse sessions. Administrators can now further limit agent actions during a co-browse session, allowing agents to act only as spectators rather than guide the co-browse experience. Administrators can disable the...
In this video, @Rebecca Harper discusses a new feature "Reconnect and reply to closed email" Agents can now use the Reconnect conversation icon to reconnect and reply to previously closed email interactions. Users can access the reconnect conversation functionality from the Agents...
In this video, @Guru Prasadh Jeevan Rao discusses new feature "Enhanced dictionary management" Administrators can now manually add words to the dictionary within Genesys Cloud's Speech and Text Analytics feature, which improves the accuracy of transcribed words in voice transcription. Voice...